US93997 – LP4 – Call Management (N3,Cr11,M4)

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US14348 Process incoming and outgoing telephone calls

Module 1: Employ effective telephone etiquette, practices and procedures 20 Lessons

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1.1. Telephone etiquette and answering procedures

1.2. Telephone etiquette methods and techniques

1.3. Handle and process callers on the telephone (operational standards)

1.4. Contact Centre practices and procedures

1.5. Hiring and Selection

1.6. Workforce Management

1.7. Call (Contact) Handling

1.8. Quality Listening

1.9. Fulfilment

1.10. Change Deployment

1.11. Call Centre Performance Management

1.12. Desktop Tools

1.13. Infrastructure

1.14. Automated Contacts

1.15. Process Tools

1.16. Contact Centre business requirements

1.17. Contact Centre client requirements

1.18. Industry specific products and services

1.19. Customer service principles

1.20. Communication and listening techniques and methods

US377421 Manage in-bound and/or out-bound calls in a Contact Centre

Module 1: Process incoming calls 5 Lessons

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1.1. Process incoming calls

1.2. Answer the telephone according to standard operating procedures

1.3. Redirect a call as appropriate

1.4. Screen calls as per standard operating procedures

1.5. Take a message and transmit it according to organisational requirements

Module 2: Respond to in-bound calls relating to marketing campaigns in a contact centre 4 Lessons

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2.1. Respond to in-bound calls relating to marketing campaigns in a contact centre

2.2. Document, record and capture in-bound call results relating to a marketing campaign

2.3. Verify information according to service standard practices

2.4. Analyse information to determine any escalations to other parties

Module 3: Process outgoing calls 6 Lessons

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3.1. Process outgoing calls

3.2. Obtain and prepare information and documentation for the call

3.3. Dial an outgoing call

3.4. State the purpose of the call according to organisational procedures

3.5. Record resulting actions from calls

3.6. Leave a message according to organisational requirements

Module 4: Conduct out-bound telemarketing campaigns from a contact centre 7 Lessons

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4.1. Explain campaign objectives procedure using organisational campaign guidelines

4.2. Prepare campaign information to be communicated to customers

4.3. Describe details of the campaign information to be conveyed to customers

4.4. Process campaign enquiries and/or the provision of products and services

4.5. Record results of out-bound telemarketing campaigns

4.6. Conclude sales transactions within company specific timeframes

4.7. Ensure that the sales transaction is consistent with the customer’s requirements

Module 5: Provide follow up to customer’s requests 3 Lessons

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5.1. Provide information to be supplied for follow-up purposes according to campaign procedures

5.2. Ensure that follow-up procedures are consistent with customer requirements

5.3. Inform customers of any escalation situations that require to be passed on to other parties